Configuring the Knowledge Curator agent for BMC Helix Knowledge Management by ComAround
Overview of the supported capabilities
After the Knowledge Curator agent is configured, users can utilize the following capabilities that the Knowledge Curator provides:
| Capability | Description | Available in | Roles that can use this capability | Reference |
|---|---|---|---|---|
| Validate knowledge articles in BMC Helix Knowledge Management by ComAround | Knowledge Curator utilizes prompt instructions to review articles for quality and recommend improvements based on the Knowledge-Centered Service (KCS) principles. For more information about the KCS principles, see Learning about KCS v6 verified BMC Helix Knowledge Management by ComAround. Knowledge workers can use this capability to improve article quality and save time and effort in reviewing articles. | This capability is available for BMC Helix, Inc. customers that use BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix ITSM and BMC Helix Business Workflows. | Knowledge worker roles in BMC Helix Knowledge Management by ComAround that can create and edit articles For example, Knowledge candidate is the basic knowledge worker role that has editing access to knowledge articles, specifically those that are in progress or in draft. Higher-level roles have access to articles in additional states. For more information about different user roles, see User roles. |
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| Generate new knowledge articles in BMC Helix Knowledge Management by ComAround from BMC Helix Business Workflows cases | Knowledge Curator utilizes prompt instructions to create a knowledge article from a case that contains information about resolving case-related issues. The article is generated based on the KCS principles, and the article type is KCS article. By default, the article is created in the Work in progress (WIP) status that can be changed by the author. Mapping of knowledge access permissions from BMC Helix Business Workflows to BMC Helix Knowledge Management by ComAround determines access to the created article. For more information, see Mapping knowledge permissions from BMC applications to BMC Helix Knowledge Management by ComAround. If another article with a similar content already exists, knowledge workers can use the duplicate detection capability in BMC Helix Knowledge Management by ComAround. Important: Customers using BMC Helix Business Workflows must always configure both capabilities—the capability to validate and generate knowledge articles. It is not possible to generate knowledge articles without first configuring the capability to validate them. These two capabilities are designed to work together. For example, a case agent can create an article from a case and then review it for quality. | This capability is available for BMC Helix customers that use BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix Business Workflows. | Case agents that have knowledge worker roles that can create and edit articles in BMC Helix Knowledge Management by ComAround. Also, case agents must have write access to knowledge articles. |
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| Generate new knowledge articles in BMC Helix Knowledge Management by ComAround from BMC Helix ITSM incidents. | Knowledge Curator utilizes prompt instructions to create a knowledge article by using the incident data, such as summary, description, and work log entries any time during the incident lifecycle. Mapping of knowledge access permissions from BMC Helix ITSM to BMC Helix Knowledge Management by ComAround determines access to the created article. For more information, see Mapping knowledge permissions from BMC applications to BMC Helix Knowledge Management by ComAround. Important: Customers using BMC Helix ITSM must always configure both capabilities—the capability to validate and generate knowledge articles. It is not possible to generate knowledge articles without first configuring the capability to validate them. These two capabilities are designed to work together. | This capability is available for BMC Helix customers that use BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix ITSM. | Service Desk Agents who have knowledge user permissions can create and edit articles in BMC Helix Knowledge Management by ComAround. |
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Before you begin
- Make sure that you have the following licenses and permissions. These licenses and permissions are required to configure the capabilities to validate and generate knowledge articles.
- BMC Helix Service Management Advanced license and administrator permissions in BMC HelixGPT.
Knowledge manager role in BMC Helix Knowledge Management by ComAround.
For more information about different user roles in BMC Helix Knowledge Management by ComAround, see User roles. Learn how to grant roles to a user in Add user (ComAround) and User groups in administration tool (ComAround).
- To configure the capability to generate knowledge articles from BMC Helix Business Workflows cases, make sure that you meet the following requirements:
- You have configured BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix Business Workflows.
- You have the Administrator and Case business analyst roles in BMC Helix Business Workflows.
- To configure the capability to generate knowledge articles from BMC Helix ITSM incidents, make sure that you meet the following requirements:
- You have configured BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix ITSM.
- You have the administrator and knowledge user permissions in BMC Helix ITSM.
As a BMC HelixGPT administrator, deploy a Large Language Model (LLM) service from a supported vendor of your choice, get the API key and other configuration parameters, and add them in the BMC HelixGPT administrator UI. For more information, see Provisioning and setting up the generative AI provider for your application.
Workflow for configuring Knowledge Curator to validate articles
The following image provides an overview of the workflow to configure the Knowledge Curator agent to validate knowledge articles:
Action | Role | Description | Reference |
|---|---|---|---|
Add Knowledge Curator as a custom agent of the Helix Knowledge Curator - Validate type. | BMC HelixGPT administrator | Add Knowledge Curator as a custom agent in HelixGPT Agent Studio. When you create the custom agent, make sure to select the specific values for the following settings:
(Click to download the PDF copy.) | The To add a custom AI agent procedure in Managing AI agents. |
Copy the Agent ID. | BMC HelixGPT administrator | After you create a custom agent of the Helix Knowledge Curator - Validate type, copy the ID of this agent. You will use this ID while configuring the Knowledge Curator agent in BMC Helix Knowledge Management by ComAround. | To copy the ID of a created agent |
Configure the Knowledge Curator agent. | Knowledge manager in BMC Helix Knowledge Management by ComAround | Configure and enable the Knowledge Curator agent in BMC Helix Knowledge Management by ComAround. |
Workflow for configuring Knowledge Curator to generate articles from BMC Helix ITSM incidents
The following table provides an overview of the workflow to configure the Knowledge Curator agent to automatically generate articles from BMC Helix ITSM incidents:
| Action | Role | Description | Reference |
| Configure the Knowledge Curator agent to validate articles in BMC Helix Knowledge Management by ComAround. | Multiple roles needed | Complete the process to configure the Knowledge Curator agent to validate articles. Important: To configure the capability to generate articles from incidents, you must first set up the capability to validate articles. | Workflow for configuring Knowledge Curator to validate articles |
| Enable Knowledge Curator in BMC Helix ITSM. | BMC Helix ITSM Administrator | To start using Knowledge Curator, you must enable the Enable HelixGPT Knowledge Curator option in the HPD:CFG-Rules incident rule form. | Enabling the creation of knowledge articles from incidents by using Knowledge Curator. |
Workflow for configuring Knowledge Curator to generate articles from BMC Helix Business Workflows cases
The following image provides an overview of the workflow to configure the Knowledge Curator agent to automatically generate articles from BMC Helix Business Workflows cases:
Action | Role | Description | Reference |
|---|---|---|---|
| Configure the Knowledge Curator agent to validate articles in BMC Helix Knowledge Management by ComAround. | Multiple roles needed | Complete the process to configure the Knowledge Curator agent to validate articles. Important: To configure the capability to generate articles from cases, you must first set up the capability to validate articles. | Workflow for configuring Knowledge Curator to validate articles |
(Llama model only) Update the prompt. | BMC HelixGPT administrator | For knowledge article generation, the BWF - Generate HKM Article agent is added out of the box in HelixGPT Agent Studio. To use the out-of-the-box agent for the Llama model, update the prompt. (Click to download the PDF copy.) Important: For the Azure and Gemini models, the prompts are included out-of-the-box in HelixGPT Agent Studio. | The Task 1: (Llama model only) To update the prompt for the out-of-the-box agent procedure in Enabling automatic knowledge article generation by using Knowledge Curator. |
| Enable the Knowledge Curator agent in BMC Helix Business Workflows. | BMC Helix Business Workflows administrator | Enable the Knowledge Curator agent in BMC Helix Business Workflows. | The Task 2: To enable the Knowledge Curator agent for a line of business procedure in Enabling automatic knowledge article generation by using Knowledge Curator. |
| Copy the agent ID. | BMC HelixGPT administrator | Copy the ID of the BWF - Generate HKM Article agent. You will add this ID to the Knowledge Curator skill in BMC Helix Business Workflows. | To copy the agent ID |
| Add the Agent ID to the Knowledge Curator skill in BMC Helix Business Workflows. | Case business analyst | Add the ID that you previously copied to the Knowledge Curator skill in BMC Helix Business Workflows. | The Task 3: (For BMC Helix Knowledge Management by ComAround only) To add the agent ID procedure in Enabling automatic knowledge article generation by using Knowledge Curator. |
To copy the agent ID
- In HelixGPT Agent Studio, navigate to the Agents page.
- At the top of the Agents table, click the Visible columns link and select ID.
- Locate the table entry for the agent and copy the alphanumeric value in the ID column.
The following image shows the ID displayed in HelixGPT Agent Studio for the BWF - Generate HKM Article agent:
To configure the Knowledge Curator agent in BMC Helix Knowledge Management by ComAround
- Launch BMC Helix Knowledge Management by ComAround from BMC Helix ITSM or BMC Helix Business Workflows.
• To launch BMC Helix Knowledge Management by ComAround from BMC Helix ITSM, select Console > Knowledge.
• To launch BMC Helix Knowledge Management by ComAround from BMC Helix Business Workflows, select Workspace > Knowledge.
- Click Settings and select Administration.
- In the Portals section, click the Portal settings button next to your portal.
- On the Portal settings page, select Platform specific settings > Knowledge Worker Platform.
- Configure HelixGPT settings by specifying the following fields:
Field
Action
Enable HelixGTP settings
Turn this toggle key on to enable the Knowledge Curator agent for BMC Helix Knowledge Management by ComAround.
Innovation Studio URL
Enter the URL of the BMC Helix Innovation Studio instance that is associated with BMC Helix Knowledge Management by ComAround.
Innovation Studio username
Enter the name of the user with AR System Administrator permissions who can access this BMC Helix Innovation Studio instance and call the HelixGPT agents API.
Important: You cannot use BMC Helix, Inc. service accounts for this configuration. You must create a separate administrator user to complete these settings.
Innovation Studio password
Click Change password and enter the password of the user with AR System Administrator permissions who can access this BMC Helix Innovation Studio instance and call the HelixGPT agents API.
Validate Agent ID
Enter the ID that you previously copied from HelixGPT Agent Studio after creating a custom agent of the Helix Knowledge Curator - Validate type.
- Click Save.
Results
After you have configured the Knowledge Curator agent, users can utilize it to achieve the following goals:
- Validate knowledge articles in BMC Helix Knowledge Management by ComAround. For more information about utilizing the Knowledge Curator agent to validate articles, see Validating articles by using the Knowledge Curator agent.
- Generate knowledge articles from BMC Helix Business Workflows cases. For more information about utilizing the Knowledge Curator agent to generate articles, see Automatically generating knowledge articles.
- Generate knowledge articles from BMC Helix ITSM incidents. For more information, see Creating knowledge articles from incidents by using Knowledge Curator - BMC Documentation.
The following image shows the validation capability of the Knowledge Curator agent:
The following image shows the generation capability of the Knowledge Curator agent in BMC Helix Business Workflows:
The following image shows the generation capability of the Knowledge Curator agent in BMC Helix ITSM:
